Introduction to

Information SystemsSupporting and Transforrning BusinessFourth Edition

R. Kelly Rainer Jr.Casey G. Cegielski

@)WILEYJohn Wi ley & Sons, Inc.

Vil-e Prc~idcnt & Exccutiv TG 3.3: \ 'irtualization 40'l T G 3.4: Cnd Cornputmg 405

11.5: SupplyCimns 299 11.6: Supplv Chain \lana!;ement 10 I 11.7: lnform.:~hon lechnoi\ Toda)', )anuary 28, 2011; "Tunisia's Re\ulution Should Be Wake-Up Call toM idclle East Altocrats; 11~e Washington Post, January 15, 2011.

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C II APTI.:R I Introduction to Information Systems

about [small] business1.1 E-Mealzabout a host of nutritional needs, all of which Is updated weekly. Although the tools that Jane uses are not complicated, she could not have transformed her dream Into a reality without them.

Jane Delaney grew up In a home where family meals around the table were the norm. She wanted the same for her family, but she found It very difficult du e to their busy schedules. She would go

from one week of a somewhat organized meal plan to anotherweeK of sheer chaos. In 2003, Jane decided it was time to do something about the problem. She created a meal-planning service, called E-Meatz (www.E-Mealz.com), that she could both use herself and offer to other families. How does E-Mealz worK? Essentially, Jane and a few employees create a weeKly meal plan for different-sized families. They then draw up a grocery list w~h prices from various grocery stores. Customers pay for the service -In April 2011 , the cost was only $1.85 a weeK- and they receive their grocery list at the beginning of the weeK. Jane needed information technology to put her great Idea to worK . The E-M ealz Web site promotes her products and convinces customers to sign up for her service. If you visit her site, you will find that she also uses T witter and FacebooK to promote her product and to create a community of customers. Visitors can submit th eir own recipes to be included In the system. Members can sign up for newsletters, and they can manage their accounts to determine which particular plan they will join. The Web site offers plans for coupies and families, and it provides Information

When Jane Del aney started E-Mealz, her objective was not tocreate a huge meal-planning service. Rather, her goal was simply to provide a way for families to spend time together, save money, and enjoy delicious meals. Since Its Inception, E-Mealz has been acclaimed for improving family meals while helping families control their budgets. Members testify that they are able to shop more quickly and spend less money, while feeling confident that they have purchased all the Ingredients they will need for the weeK . Jane has successfully utilized IT to accomplish her goal of helping families spend time together, much as they did when she was growing up. Questions 1. Provide two examples of how Jane uses Information technology to provide her service. 2. Provide two additional examples of how Jane might use Information technology to Improve her service. Be specific.Sources: Compiled from A. Caldwell, " E-Mealz.com-Meal Planning Resource Review, BHssfu/ly Domestic, February 17, 2011; http://E-Mealz. com; http:l!maketimeforfami/y.org; www:daveJamSey.com/recommendsldaverecommends; accessed March 21, 2011.

1.1 Why Should I Study Inforn1ation Systems?You are part of the most connected generation in history: You ha ve grown up online; you are, quite l iterally, never out of touch; you use m ore information technologies (in the form of digital de,~ces), for m ore tasks, and are bombard ed with more information, than any generation in history. T he f'v[ IT Tech nology Review refers to you as Homo conexus. Informati on technologies are so deeply embedded in your lives that your da il y routines would be almost unrecognizable to a coll ege student just 20 yea rs ago. Essentiall y, you practice continuous computing, surrounded by a mov.c1ble information network . T his network is created by constant cooperation between the dig ita l devices you carry (for exa mple, laptops, media pla yers, and sma rt phones); the wired and wireless networks that you access as you m ove about; and 'Neb-based tools for finding information and communicating and collaborating with other peopl e. Your network enables you to pull information about virtuall y anything from anywhere, at any time, and to push your own id eas back to the \\leb, from wherever you are, via a mobile cb~ce. T h ink of everything you do onl ine, often with your smart phone: register for classes; take classes (and not just at you r university); access class syllabi, information, Power Points, and lectures; resea rch dass papers and presentations; conduct banking; pa y your bills; research, shop, and buy products from compani es or other people; sell your "stuff''; search for, and apply for, jobs; make your travel reservations (hotel, airline, renta l car); create your own blog and post your own podcasts and '~deocasts to it; design your own page on Facebook; make and upload vid eos to You Tube; take, edit, and print your own digita l photog raphs; " burn" your own custom-music COs and D'vDs; use RSS feeds to create your pe rsona l electronic newspaper; text and tweet your fri ends and famil y t hroughout your clay; and many othe r activities. (Note: lf any of these terms are unfamiliar to you, don't worry. You will lea rn about everything m entioned here in detail later in t his text.)

S I:CTION I. I \\' loy Sloo uld I Study lo oformatio n Spt~nvw.gmtner. com ). Examine their resea rch studies pe rtaining to data managem ent. Prepare a report on the state of the art. 9. Calculate your personal dig ital footprint at www.emc.com/ cligital_ universe.

[ Te am A ssig nme nts ]1. E.1ch tc.un "'II se lect .m onl ine da t~ba~e suc h as AO L tll us1 c {lrttp:llmusic.Clol.com), iCo (v-..w. igo.com), or theInte rnet 1\lo1 '1 e Database (ll'' itcs to sec " h.1t mfonn.1t1on ther provide. List the entitles .mel the .1ttnhute~ th.1t the Web Sl tes must tr.1ck in the 1r dat~ b~~s. D1agra m the relationship between the entities you have lde ntificcl 2 . In !;roup>. cre.1te .1 d.1ta modd for a pet store to mclude: C u; tom cr d.1t.1 Product data Emplop:e d.1t.1 Financial d.1t.1 Vendor dal.l lcs cbt.. Inventor. d.1t,1 Bu1ldmg dat~ Other data (spec1~)

s.

C reate .1ttrilmtc; (four or mor.) for c.1 ch enhl) C reate r..:lahomh1ps bel\1een the cnh he\, name the rd.1ho nshrps, and create an enhty-relahonsh1p dwgram for the store.

[ Closing Ca se CoStar Thrives with Database Strategy ]The ProblemIn the 1980s, data o n comm ercial prop erties were scattered among guidebooks on sales and leasing activity, myriad public records, and rea l estate listings. What:the comm ercial real estate indusby needed was ;1 compilation of all th ese different types o f da ta. Such a compib ttion shonld enable real estate professionals as well as potent inl b~.nycrs and sellers to search much more productively for relevant infonnation on commercial properties. real estate information firm in the United Stales. By su bscril::r ing to the service, clien ts can o btain such inform ation as the vacancy rate in St. Louis, th e dem ographics of a n eighborhood in Atbnta that a retailer might be consid ering, and rental rates for small buildings in Scotland. C oSt ar also provides com preh ensive informa tion on th e revenues gen ernted by buil dings as we ll as th e buildings' asset v.1lues. T h is informa-

tion did not exist until CoStar executed its d~w.cccho.org and www.trorgroup.com for details.)

Electronic Credit CardsElectronic credit (e1, 2011; T. 1eam. "Squinl Your Eye> and Farebook Looks l.ikc a S55 Billion Biz," Forbes, Febnwy 16, 2011 : A. Levy, "t'ln :ebook Valuation 1 0psAmazon .com, Trailing Only Coogle on \\{-b... Bloombt11Buiinew\Vct"k, January 2Q, 2011: A. Din, "F:K'elxx>k Ad Spending lo I Ii! !;.1,05 Billion in 2011; lnfomnation\\'td:, Janu"y 20. 2011; L. Hoo1, ' How Facebook E:lnl

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Smart phone

~Service center E-mail

Call center~

\Physical store -------

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FIGURE 11.2 C ustomer touch points. Sortrces: ''Oieksiy Mark/Shutterstock" for the smnrtphone and "Media Bakery" for the scJVicc center and "Medin Bakery" for the physical store.separate databases in the finance, sales, logistics, and marketing deparbnents). Even if all of th ese data rebted to th e sam e customer, they were diffi cult to sh are across th e va ri ous functional are:1 s. As you saw in C l>apter 5, m odern, interconnected system s built around a data warehouse n ow make all custom er-related data available to every unit of the business. This complete data set on each customer is called a 360-degree view of that custom er. By accessing th is 360-d egree view, a comp:my cun enhance its relationship with its customers and ultimately make more productive and profitabl e decisions. Data consolida tio n and the 360-degree view of the customer enable the organization's functional areas to readily share inform ation about custom ers. This information sharing leads to coll aborative CRM. Collaborative CRM systems provid e e ffective and effici ent interactive communication with the c ustom er throughout the entire organizati on . That is, collaborative CRM systems integrate communi ca ti ons between the organization and its custom ers in all aspects of marketing, sales, and custome r support. Collaborative CR!vl systems also enable custom ers to provid e direct feedba ck to the organizati on . As you read in C hapter 9, Web 2.0 appl ications such as blogs and Wikis are very important to companies t h at value custom er input into th eir product and service offerings, as well as into new product developm ent. A C RM system in an organization contains two major components: operation al C Rivl systems and analytical CRM systems. You will lea m about these components in the ne"i two sections.

IIIIWI~f~JI C ll i\1''1'1:1 { 11 C ustome r Relationship Ma uao;concut mod S up ply C hai n Managem e nt

before you go on.!~~11, What is the definition of customer relationship management? 2. Why is CRM so important toar~~y

organization?

3. Define and provide examples of customer touch points.

Operational Customer Relationship Manage1nent Syste1nsO peratio nal C RM system s support front-office business processes. F'ront-offi ce processes are those that directly interact with custom ers; that is, sales, marketing, and setvice. l11e two major compon ents of operational CR!vl systems are custom er-facing applications and custom ertouching applications.

11.2

Customer-Facing ApplicationsIn c usto m er-facing C RM application s, an organization's sa les, field service, and custom er interaction center representatives interact directly with custom ers. T hese applications include custom er service and support, sales force autom ation, m arketing, and campaign m anagem ent.

Cmtomer Sen1cc and Su pport

C ustom er selfVice an d support refers to systems that autom ate service requests, complaints, product returns, and requests for info rmation. Today, organizations have implem ented custom er interaction centers (C!C), where organizational representatives use mult iple channels such as the \~1eb, telephone, fax, and face to face interactiom to communicate with customers. The C IC m anages severa I different types of custom er interaction . One of the most well-known customer intco action centers is the c(l/1 center, " centralized office se t up to receive and tr~nsmit a l:1rge volume of requests by telephone. c~,!l centers enable companies to respon d to a large variety of questions, including product support and complaints. IT's About Business 11 .3 demonsha tes h ow softwa re can save companies a great deal of m oney in th eir call centers. O rganizations use the C IC to create a call list for the sales team , whose m embers con tact s:ol es prospects. T'his type of int eraction is ca !led orilbound telesales. In th ese interactions, the custom e r and the sales team collaborate in discussing products and services that can satisfY custom e rs' needs and gen erate sales. l s:!les orde r, inC ]Liire abo ut C ustom ers can commtmicate directly with the C !C to i11iti atc < prod ucts and services before placing an order, an d obtain information about ::o transaction that they have already made. T hese in teractions are referred to as inbound teleservics1 ~roup sho uld cx.m11nc e.t ch vendor. tis products, and the c.tp.lbtlttle!> of those products and make a presentatio n to the class dctailin~ how its vendor's product is superio r to the o thtr on-dem,md C Rt\1 products. See Salesforce (11,.,. .[>liccttion [>Or t{olio A pri oritized inventory of present applications and a detailed plan of projects to be develo ped or con tinu ed duri>1g the current year.Reso-urce : representations were fraudulent. The complaint alle ged that Deloltte used the county's SAP project as a training ground to provide young consultants with public sector SAP ex perience, at the county's expense. Further, the comp laint charged that Deloltte Intentionally failed to disclose Its lack of SAP and public sector skills; withheld Information about critical project risks; falsely represented to the county that the SAP system was ready to go live as originally planne d; conducted Inadequate testing; and concealed the fact that It h ad failed to perform necessary testing, thereby ensuring that system defects would remain hidden prior to the "go-live" date. The county further maintained tha t, despite

Questions1. Uebate the lawsuit trom the point ot view ot Uelonte and SAP. 2. Debate the lawsuit from the point of view of Marin County.Sources: Complied f rom C. Kanaracus, " Marin County Alleges SAP , Deloltle Engaged In Racketeering," ComputerwOIId , Februa ry2, 2011; M. Krlgsman," Understanding Marin County's$30 Millio n ERP Failure," ZDNet, Septem ber2, 2010; C. Kanaracus, " Marin County to Rip and Replace Ailing SAP System.'' IDG News Service. August 24 , 201O; M. Krlgsman. " Marin County Sues Deloltte: Alleges Fraud o n SAP Project.'' ZDNet, June 3, 2010; J. Vljayan, " Delo ltle Htt w ith $30M Lawsuit over ERP Project," Computerwortd, June 3, 2010; T. Claburn. " Delo itte Sued Over Failed SAP Impleme ntation," lnfotmatlonWeek, June 1, 20 10; www:com artn.caus, WIVW.delo/tte.com, accessed May 14,20 11.

Leasing can be executed in one of lhree ways. The first W < lY is to lease t he application from a software developer and install and ru n it on the company's platform . Tlhe vend or can assist with th e installation and frequen tly will offer to contract for the support a nd m aintenance of the system. Many conventional applications are leased this way. T he other two options involve leasing an application and running it on the vendor's platform . O rganizations can accomplish th is process by using an application service provider (ASP) or a Software-as-a-Service (SaaS) vendor.

Application Service Providers and Software-as-a-Service VendorsAn application service provider (ASP) is an agent or a vendor who assembles th e software needed by enterprises and p ackages the software with services such as developm ent, o perations, and ma intenance. The custom er then accesses these applications via the lntem et. Figure 13.2 ill ustra tes the operation of an ASP. Note that the ASP hosts an application and a database for etc-ons DL-vd upment l .ifc Cycle

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Systems InvestigationT he initi~1l stage in a tmditiona 1SDLC is systems investigation . Systems development professiona ls agree that th.co> more time they invest in ( l ) und erstanding the busin ess problem to be solved, (2) specifying the technica l options for the systems, and (3) anticipating th e proble ms they are likely to encounter dming development, th e g re>elopmcnt is based on a different view of computer systems than th e pe rception that ch mization plans to solve with an information system . system s analysts IS professiona ls who specialize in ana lyzing and designing i nformation system s. system s design Describes h ow the new system will provid e a solution to th e business problem . system s developm ent life cycle (SDLC) Traditional sbuctured fram ework, used for large IT projects, that consists of sequential processes by which information system s are developed. system s st:1keho lders All people who are affected by c hanges in information systems. technical specialists Experts on a certain type of tech nology, su ch as data bases or telecom munica tions.

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C II AI)TI+:I{ 13 Acl)Hiling l nfo1nmtiu u Sysh:HJ:-1 and Applications

[ Discussi o n Questi ons ]1. Discuss th e ,,dv:mtnges of a lease option over a buy option. 2 . W hy is it important for all business managers to understand the issues of IT resource acquisition? 3. W hy is it important for eve ryone in business organiza tions to have a basic unde rstand ing of the systems deve lopment process? 4 . Should proto typing be used on eve1 y system s development project? Wh y or why not?5 . D iscuss the various types of feasibility studies. W hy :1re all of them needed? 6 . Discuss th e issue of assessing intangib le benefits and the proposed solutions. 7 . D iscuss the reasons why end-user-developed information systems ca n be of poor quality. What can be done to improve this situation?

[ Problem-Solving Activ ities ]1. Access www.ecommerce-guicle.com . find th e pi'Oduct review mea. Read rev iews of th ree softwa re payment solutions. Assess th em as possible components. Use an lntem et search engine to obtain infom1ation on CASE and ICASE to ols. Select several vendo,s, and comp;Hc nnd contrast the ir offerings. Access www.11ing.com an d www.clabbleclb.com. Observe how each site prO\~ des components for you to use to build applications. Build a small application at e.1ch site. En ter lvww.ibm.comlso{lwczre. Find its Wc bSphcr c product. Read recent custom ers' success stories. \~fhat makes this softwa re so popular? Enter the Web sites of the C arb1erCroup (www.gartnergroup. com), the Yankee Croup (MHv.yankeegroup.com), and C IO

2.

3.

4.

5.

(www.cio.com). Search for recent m ateria l about ASPs and outsourcing, < llld prcp Hc a report on yo111' fi ndi ngs. 6 . S toreFront (www.store{ront.11el) is a vendor of e-business software. At its site, th e compa ny provides dem onstrations illustrating th e types of storefronts that it can crea te for shoppers. l 'h c site a Iso provides dem on strations of how the comp:111y's software is used to create a store. a. Run the StoreFront demonstration to see how this is done. b. Wh;~ t fe IU, and lhei\:Meror c ...tom.,., ln(ormotiOll \ltd,Aprd lo. Znll. S C.rc'. "'" P.lhslo Soh~ro LIPI:r.ld: The \Vall Suret /ou=l, Apnlll, ::: Apphc.1llons dell\ cred over t he Internet th~t users can select and combme th ro ugh almost ;m y device, from personal com puters to mobil e phones.

clo ud computing A tcdmolog)' 111 \\h1ch tasks are perfo rmed b1 computers ph>'5ically removed from the user and accessed 0\ cou ld mimic the complex beha vior of the company's dispatch center in Atlanta, C eorgia . PLAS!viA examines vast amounts of historica l data from th e railroad 's data. bases. It then uses this analys is to m odel th e dispatch center's collective human decision making and suggest improvem ents.

before you go on.JJ~~1. What is artificial intelligence?

2 . Differentiate between artificial and human intelligence.

lllll'I!~ :il 'I'I:C II NOI.OCY CU II)I ~ 4 l utclli,~;cut Systems

TG 4.2 Expert SystetnsW hen an organization has to make a complex decision or solve a problem , it often turns to experts for advice. Th ese experts have specific knowled ge and experi ence in th e problem area. They can offer alternative sollltions and predict wh eth er th e proposed sollltio ns will succeed. At the some tim e, they can c;1kubte th e costs that th e organization may incur if it doesn't resolve the problem . Companies engage experts for ;:1dvice on such matters as m ergers and acquisiti ons, advertising strategy, and purchasing equipment. The m ore unstructured the situation , th e m ore specialized :mel expensive is the advice. Expertise refers to the exten sive, task-specifi c kno,vledgc ;1cqnircd from !mining, rea ding, and experience. This knowledge enables experts to make better and faster decisions th:m nonexperts in solving complex problems. Expertise takes a long tim e (often mannears) to acquire, and it is distributed unevenly across organizations. Kxpert system s (ESs) are computer system s that attempt to mimic human experts by applying expertise in a specific domain . Expert systems can either support d ecision makers or completely rt:place them . Expert systems are the most widely applied and commercially successful intelligent systems. A fascimting example of an expert system is IBM's vVatson.

ExampleIBM's Wat sonSince the early 2000s, question-answering systems have become increasingly important for companies dealing with vast amounts of information. L egal firms, for example, n eed to quickly sift through case law to find useful precedents or citations. Help-desk worke rs often h;1 ve to access en orm ous databases of p roduct information to answer custom ers' questions over the phone. In situations like th ese, speed typically is of the essen ce. Sin ce Z007, 1BM scientists h ave been developing wh;1t was expected to be the world's most advan ced question-answering system , known as Y\(ztson. T heir goal was to program Watson so that it could 1111dcrstand ~~question posed in cvc1 yday human language, or IWfurallangrwge, and supply a precise, faclLwi , correct answer. T h.,t is, W.,tson 's c:1 pabilities must surpass those of sea rch engines like Coogle an d Bing, which merely point to a document wh ere a user might find a su itable answer: \Vatson has to give the correct answer itself. T he I BM team input mill ions of documents into Wat'Son to bu ild up its knowledge b seincluding hooks, reference manuals, diction;rries, encyclopedias, novels, pb~, the Bible, and m any otlner information sources. vVatson is not connected to th e Internet. It "knows" on ly what has been input into its knowledge base. Watson uses m ore th;m a h1mdred ,, ]gorithms sim1altaneously to analyze J questi on in differel1t W < lys, genen1ting hundreds of possible solutions. It empl oys another set of algorith ms to rank th ese answers by plausibility. In essence, Watson thinks in prolx1bilities. In mid-201 1, IBM was training Watson in medicin e by inputting medica l textbooks and joum als. T he te;l m plans to linl Watson to the electronic h ealth records that th e federa l gove mmenl requires h ospit~ ls to lll'1i1k1in. In addition, medical students are send'i.ng s'1mple questions to vVatson to help train it. When Watson appeared as a conteslo nal agents ) lntellrgent agents that take action on rour be half

intelligent agent A ~ofh, .ue progr.ml that assists you, or acts on hd1alf. 111 pu formmg rcpcllh\ c, computer-related tasks.

[ Discussion Questi o n s ]1. F.xp l.1 rn how your un rve rsity could employ an expertS}'\km rn rts ;rdmis~iou pro' css. Could 1t usvo rking hardwa re has a unique identificati on number called a media access co11trol (MAC) address that looks like this: 00-00-00-00-00-00. (Note that this lvLAC address is only an example.) You should compile th e J\1 IAC addresses of all computers on your hom e wireless network, then instruct your router to connect on ly with th ese computers and deny access to all other computers attempting to conn ect with your n etwork. To find the MAC address of your computer, follow these steps: C lick on Start; C lick on All Programs; C li ck on Accessories; C lick on Command Prom pt; At the cursor, type ipconfigfall ;

I-I it Enter.

The MAC address will be the P hysical Address.

Limit lnt(rnet Prototems, 98-99 en1Jioyee monitoring systems~ 101-102enCT)-ption, 99- 1 00

fi,.,,....u,, 98

secure socket lo)'" I 0 I virtwl private networltenu, 296-297 definition of, 288- 291on-demand systems~ 297- 298

Compu1er-based information system (CBIS), 13. Sre also Inform ion systems OS) breadth of support and, 15- 18 capabilities o f, 15 organizational support, 18-19oven-iew, 12- 15 types of. 15- 20

mobile systems, 298 modules, 276open-source systems, 298-299 operational S)"Slems, 292- 296

infection protection, 437-441

personal disaster preparedness. 449 portable devices and infomlation p rotection.441-442 privacy protection, 445-449social networking site dange-rs. 435-436 Trojan ho rse detection, 444-445

process of, 288--289Customers

Comptlli'l'- based infomution system (CBIS) threats. See al.so Protection. information asset alien software, 90-91 cybenerrorism and cybePh'tem (DNS), IS9 Domain tasting. 203 DoMyStulf, 8 DonorsChoose, 45Dow Jones Industrial Average. 182 Do\.\-nstream segment. supply chains and, 300

Dragon Notur.UySpeaking, 397Orn:ner, Ho\-\-ard, 324

Drill-l informationsy>~ems, I 5 Deployment, 360Design phase, derision-making process, 321, 322

stored-value money cards. 200- 201

difficulties of. 115-11 6 Data marts, llR See also Business inteUigence (BI);Data ,.,'afebouses

Dota mining, 294, 328- 329 Dota models, 119 Data rot, 116Data scientists.. 112

Desktop personal computers. 376 Dewan, John, 264 Dial-up modems. n, 152 Diaspora, 72 Dilfl certificor.s.99-100 Digital dashboards, 19, 330- 332. 334, 335 Digital Dimension, 405 Digit.>l divide. 44 Digit.>l dossier, 70 Digital manufacturing, 270 Digital nomads, 8, 172 Digital rod.io1ew. 418-419 Explanation subsystem, 420 Explicit knowledge, 136 Exposut~, 83 Express Metrix. 393 \ Il), 410 Extensible markup language (X. External audits, 102 Extortion, information sys~ms 31\d, 87 Extranet~ 157,305-307

F Facebookadvertising and, 195

data monagemerte.'t markup language (HTML), 410 Hypertext transport protocol (HTTP), 154 Hpmdai, 232

IBM, 32, 112, 169,327,336,397,409, 418-419 Icelandic Modern Medio lniti3tive (IMMI),64 ID cards, regular, 96 10 cards, smart. 96 iDctor outhenticotion. 96 SinSpy. 439 Sirius SateUite Rodio. 222 Sirius XM, 222 60 MiiiUIeck. 437 Synchronous coUaborotion, 168 Synchronous opticol networks (SONETh), ! 54 SyndicS, 247 S)'Stom requirements, 359 Systems anai)'Si>. 359 Systems analysts, 357 Systems design. 359-360 Systems dtvelopmtnt, methods and tool>. 358. 361-363 Systems dtvtlopment lik cycLe (SDLC), 356 advwtoges and disodvontoges ond. 358 impLernentotion ond. 360 optrotion nnd maintenance and. 360 o'"rvie'l\\ 356-357 programming and testingnnd. 360 systems analysis, 359 systems design, 359-360 systems investigation, 359 Systems investigation, 359 Systems programming, 392 Systems software, 392.394-395 Systems stakeholders, 357 Systmn S.A., 163 T Tablt t computers (tablets), 376 Tacit knowl 2.0 Worms, 89, 444X Xbo.< 360. 395 XM SateUite Radio. 222 XTool Computer Tracker, 442 \' Yahoo1 137. 162,252.403 Yankee Group, 99 Yeor2000 (Y2K). 349 Yelp. 257 Yoox.l90YouTube, 168,246. 2;5

Wireless computer networksmediwn-range wireless networks.

223- 225 short-range wireless netwOless tt